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We’re pleased to announce the launch of The Coach House – our new residential care and rehabilitation service for 11 adults with acquired brain injuries. And to celebrate, we’re holding an Open Day on Thursday 24th January, 2019.

The Coach House is a self-contained home in the grounds of The Mews, another of our specialist residential care homes in Kingsthorpe, Northampton. We’ve spent a lot of time, thought and effort in creating the best environment we can to help people recover from brain injuries and rebuild their lives. We believe that designing a home that is accessible, practical and safe does not mean that it can’t also be cosy, comfortable and feel like home. In fact, we believe this is crucial to service users’ well-being and their engagement in their own rehabilitation plan.

We have some fantastic speakers involved in the event, so please come along to celebrate the opening of the Coach House, meet the team at The Richardson Partnership for Care and find out more about brain injury rehabilitation.

In addition to surveying the families of service users in our care on an annual basis, we also complete a questionnaire with the individuals themselves, which asks specific questions about different aspects of their lives within the care home. They are asked to respond using a satisfaction rating of 0 – 4 where 4 is the most satisfied. All of our service users have complex needs and some are unable to answer the questions, so staff either help them to answer the questions or observe their behaviours to ascertain their needs.

The results from each individual are combined to give average scores, which are shown below. There are up to five questions in each section, so the totals show an indication of satisfaction in each area.

However, as every person is different, and has different needs, our approach is always individualised, person-centred care.

Service user satisfaction survey results 2017

The following gives you more information about the specific areas covered in the satisfaction survey.

Know how to complain
This question assesses how well the individual knows what to do if they have a complaint. The average overall score across the homes was 3.63 out of 4. It excludes the individuals who were unable to understand the question.

People you live with
This is very important to all of our service users, and satisfaction ratings can vary according to the type of care home as stable populations with long term residents tend to have a higher satisfaction rating. The Mews, which focuses on short-term intensive rehabilitation for adults with acquired brain injuries, naturally has more of a changing population. This can affect the dynamics of relationships between the residents. We work hard to ensure that any incoming service users will not upset the balance in any care home and we continually review our admissions policy to ensure that we receive sufficient information in advance of a full assessment of any potential new residents.

There is very much a family environment within our care homes, and many strong friendships develop between individuals. However, like a family, it doesn’t mean that everyone gets on well with everyone else all the time. Therefore it is important that we focus on relationships between individuals and use mediation and psychology to manage any disagreements. As a last resort, we can move individuals into another of our homes but this is rarely necessary.

Decision making
These questions covered how involved people feel in decisions relating to their care plan and risk assessments as well as making choices in their everyday lives.

Staffing
These questions ascertain how well service users know the support staff in their home and how they feel that they are treated by them: whether the staff are approachable, as well as whether they would like to be involved in the interview process. Many service users said that they would not want to be involved, which has reduced the average score.

Food and drink
As well as being asked about their choice of food and their cultural needs, individuals were also asked about how involved they wanted to be in menu planning and food preparation.

Activities
Many of these questions were qualitative: describing current activities undertaken or potential new ones, so a numerical score was not given. The activities that we provide are very much tailored to the individual and if something is requested but not achievable or affordable then we explore alternatives.

Environment
These questions simply asked how satisfied service users are with the communal areas of the home, the garden and their room.

We encourage feedback from the families of the service users in our care on a regular basis, but once a year we formalise this process by sending them a short questionnaire to complete. It is sent to both the families of service users who have learning disabilities and those who have an acquired brain injury. We ask all families whether they strongly agree, agree, don’t know or disagree with the following statements:

1. I am happy with the care provided for my relative
2. The home has a warm, non-institutional feeling
3. The home provides an inclusive or family environment
4. Staff are friendly and approachable
5. I am regularly updated with information
6. I feel that my relative is treated with dignity and respect
7. I feel that their quality of life has improved since they arrived at The Richardson Partnership for Care
8. I feel that my relative takes part in meaningful and/or enjoyable activities
9. Would you recommend The Richardson Partnership for Care?

We are very pleased that:100% of respondents strongly agreed or agreed with the statements: “I am happy with the care provided” and “The home has a warm, non-institutional feeling.”

And 100% of those who answered said that they would recommend The Richardson Partnership for Care to others.

We take note of all the feedback and we’re not complacent, making sure that we address any concerns raised. The responses to each question are show below:

2017 Survey results

We would like to thank all of the family members who took the time to complete our annual survey, and we are delighted with some of the comments that we have received. Some of them are shown below with the names removed to protect the identity of the service users.

Comments from families of service users with learning disabilities:

“He has been there over 20 years. Quality of life could not be better.”

“The home is friendly and welcoming, the other residents are pleasant and friendly… They know her so well and it is her second family, and when we visit we are welcomed… She gets help and support from all and she is treated with respect and love… I have no problem recommending your services, they are outstanding.”

“He has progressed so much this year, being able to go on holiday and attend social events… He realises he is cared for well and that he is valued within his community… He is like a new man, he was very dependent on drug therapy when he arrived at Richardson’s. Your care has enabled him to flourish and grow… the social and psychological stimulation helps him make progress. We would like to thank you for all your highly skilled and sensitive work with him.”

Comments from families of service users with acquired brain injury:

“Excellent care that has made a positive difference to my husband and his demeanour… Importantly staff display a warmth, empathy and understanding towards my husband…Thank you. Your care of my husband has made a big difference to his quality of life.”

“I have always been very happy with the care my sister has… Although she is not much of a mixer, there is a good family atmosphere… She has very challenging behaviour but I think she has the best quality of life possible… As long as she has been with the Richardson Partnership, she has only ever got the best care possible.”

An unannounced inspection took place at The Mews, one of our homes for adults with acquired brain injuries, in January. The Mews was rated ‘Good’ against all of the five key questions: Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well-led? Additional evidence was obtained to produce a full report, which you can access here

At The Richardson Partnership for Care we strive to provide an open environment, welcoming feedback from service users’ families about the care of their loved ones. We also complete an annual survey, which provides family members with a more formal opportunity to tell us about their views on the care, support and rehabilitation services that we provide for adults with acquired brain injuries and learning difficulties.

The survey is entirely optional and consequently the number of responses can be quite small. However, we are very proud of the feedback that we have received.

100% of respondents strongly agreed or agreed with the statement:“I am happy with the care provided”

100% of respondents strongly agreed or agreed with the statement:“I feel that my relative is treated with dignity and respect”

100% of respondents strongly agreed or agreed with the statement:“I feel that their quality of life has improved since they arrived at The Richardson Partnership for Care”

100% of respondents said that they would recommendThe Richardson Partnership for Care

93% of respondents strongly agreed or agreed with the statement:“The home has a warm, non-institutional feeling.”

93% of respondents strongly agreed or agreed with the statement:
“The home has an inclusive or family environment.”

We scored less highly on updating service users’ families with information – only 69% of respondents strongly agreed or agreed with the statement: “I am regularly updated with information.” This is therefore something for us to focus on and improve upon.

We were pleased to receive the following comments:

“All staff are great and some exceptional.”

“His life quality has improved considerably over the last 11.5 years. He lives in a calm, comfortable, caring, clean environment where he is encouraged to relax – waylaying his self-harm and anxiety”

“His life skills have developed from him being nervous and frightened to a confident and happy man.”

“Our thanks as a family for our daughter’s care and treatment.”

“He is very well cared for by professional carers who not only meet his needs, but work to challenge him to develop his social skills.”

We would like to thank all of the family members who took the time to complete our annual survey. If you would like any further information about our services, please contact us.

Voice Ability is an advocacy service providing independent advocacy for people aged over 18. The organisation supports people who use adult mental health care services with issues about mental health and social care.

Voice Ability also provides a quality checking service for a range of organisations including Northamptonshire County Council, the CQC and NHS Trusts. Their ‘experts by experience’ take part in quality assessments from a service user’s perspective.

Northamptonshire Quality Checkers recently assessed The Mews, one of our homes providing rehabilitation and residential care for adults with acquired brain injuries. Mike, the Quality Checker, had a look around the home and spoke with service users and staff. He said that he was made to feel very welcome, and the service users that he spoke to said that the house was very ‘homely’ and that the food was ‘delish’! They also told him about the activities in which they are involved: one service user does paid admin work at the home and another is starting a college course to study animals.

An area of key importance to Voice Ability is that service users have the freedom to make their own choices and are supported to take informed risks. The brain injury rehabilitation service provided at The Mews, aims to increase the independence of all service users and these elements of decision making are an important part of this rehabilitation process.

Mike also discovered that service users at The Mews have communication passports and hospital passports and that everyone has health action plans in their care plans. He awarded The Mews 10 out of 10 in his report.

We welcome independent assessments from all types of organisation, listening objectively to all feedback from third parties, service users, their families and our staff. We endeavour to continually improve the quality of life for people in our homes and the effectiveness of our rehabilitation services, wherever possible.

No two brain injuries are the same, as no two individuals are the same, so our specialist residential care homes need to cater for people with different needs. Service users may come to us several years after they have sustained a brain injury and after they have already had a period of acute rehabilitation. We continue their rehabilitation, working steadily and patiently with them to help them achieve their goals, recognising that it may take longer for them to reach their maximum potential.

Many of the service users at our home at 144 Boughton Green Road receive slow stream rehabilitation and long-term support. In 2013, the home received Headway Approved Provider status, following an assessment against a range of standards that reflect the specific needs of people with acquired brain injury. In June this year, Headway reassessed 144 Boughton Green Road and the home passed with flying colours. The accreditation has been extended by a further two years, subject to passing unannounced visits from Headway assessors.

The assessment process requires the home to demonstrate the provision of appropriate specialist care for people with complex, physical and/or cognitive impairment due to acquired brain injury. Headway has identified six key themes, or domains, against which it assesses the level of care provided as well as issues such choice and dignity of service users.

144 Boughton Green Road received a rating of Good-Excellent in six of the domains, and a rating of Good in the seventh. Well done to all the staff who work very hard to continuously improve the service and support that we provide to our service users. They help them to maintain their existing abilities and to progress towards more independence, and acceptance, in a positive environment. The whole team at 144 Boughton Green Road contributes to providing long-term rehabilitation in a supportive and homely environment.

At The Richardson Partnership for Care, we strive to have an open relationship with service users and their families so that they can tell us straight away if they are concerned about any aspect of their care or their home. We hold regular care reviews as well as completing an annual survey.

This year we have also encouraged service users and their families to provide feedback directly to the online directory carehome.co.uk. Our homes for adults with learning difficulties, 2 & 8 Kingsthorpe Grove, achieved a recommendation score of 9.6 out of 10 from the directory, and we are very proud of some of comments they received. For example, here is a comment from a parent of one of our service users with learning difficulties:

“Our son was taken in by Jayne Payne in 2009. He was in a terrible mental state, he’d been sectioned in Oxford in 2007 for violence, and he had always lived at home until then. Well, Jane and her staff worked and worked with him until he is almost like his old lovely self. They bring him home to us once a month on the Isle of Wight for two days and he looks forward to this as much as we do. We cannot say enough good things about the home: they saved our lives and our son’s. The medical care is fantastic and they are always loving and tolerant of our son, even on his bad days.”
Jane S

And this is what one of the service users had to say:“I like it here, I am happy here and all of the jobs I do. I like the staff. I go out for drinks and meals out. I have had my bedroom painted. I like my bathroom. I like my lunches. It is a good place to live.”

An acquired or traumatic brain injury often occurs very suddenly and may be the result of a road traffic accident, sporting accident or a stroke. There is no time or opportunity to prepare for what lies ahead and it is a huge shock to their individual and their family and friends.

At The Richardson Partnership for Care, we provide support, rehabilitation and residential care for adults who often have severe brain injuries and complex or challenging behaviour as a result of their injury. They often come to us from specialist brain injury clinics or nursing homes several months after sustaining their injury, or they may come from other residential settings after several years.

Uncertainty
One of the hardest things to deal with when a loved one sustains a brain injury is not knowing how much of a recovery they will make and how long it will take. Recovery and rehabilitation can be a very long process and it will depend on the severity and the type of brain injury, as well as the engagement of the individual. Feelings of anger, anxiety and grief are common for both the individual and their families, so everyone will need some time and space to deal with these emotions. Psychological therapy and mental health support are key parts of a service user’s care plan, which is designed to meet their specific needs. Maintaining family relationships is very important and we encourage families to visit their loved ones in our homes. We also facilitate and support home visits for the service user.

Person-centred approach
Due to their nature, brain injuries are complex and have wide-ranging effects on a person’s mental and physical abilities. Although we know that different parts of the brain are responsible for different functions, it does not necessarily follow that injuries to certain parts of the brain will manifest themselves in the same way. Service users present with many different symptoms and behaviours, so each individual has a care plan designed specifically to meet their individual needs.

Multi-disciplinary team
Our multi-disciplinary team, consisting of a Consultant Psychiatrist, Chartered Clinical Psychologist, Assistant Psychologists, Physiotherapist, Occupational Therapist, Speech and Language Therapist and Home Managers, assesses each individual’s physical, psychological, mental health and well-being needs. They design a care plan to meet these needs and to help them fulfil their personal goals and objectives.

A therapy and care programme is put in place and the care support workers are trained to continue the work of the therapists on a daily basis. All of the activities in our care homes (as well as periods of relaxation and the environment itself) are geared towards rehabilitation and increasing the quality of life and independence of our service users.

Before a service user is admitted to one of our residential homes, we try to support their family as much as possible, providing information and guidance on the admissions and referrals process, which can be complex and unfamiliar. We also recommend a range of support organisations that are able to help. Please see our resources page for more information.

In the field of rehabilitation for people with acquired brain injuries, there is often a conflict between short term cost savings and long term value for money. At The Richardson Partnership for Care our experience has shown that investment in the right level of support at the right time can lead to significant cost savings over the longer term. It is always our aim to enable each individual to fulfil their potential and go on to live independently if they can.

We also appreciate that the pressure on funding has never been greater. To help you with your funding applications and to show you where The Richardson Partnership for Care sits within the core classifications of neuro-rehabilitation, we have developed a care pathway diagram. This refers to the rehabilitation codes used by BrainNav and other brain injury organisations. The codes are becoming a universal reference and are based on the model developed by the Eastern Head Injury Group and published by Pickard, Seeley, Kirker et al, in the Journal of the Royal Society of Medicine, August 2004.